[In one sentence] Bad customer service ruins everything.
Have not communicated with Victor yet, just stopped in the middle of an order because of the inappropriate attitude I receive from customer serice, Nathan Bezeytin. I hope other clients have better luck and dont talk to him.
First of all, I personally really appreciate Victor Canera's professional skill, the rings he made looks subtle and beautiful, and that is why I want to customize my ring here. However, Nathan's customer service really makes me feel uncomfortable.
[1] Nathan is not professional. He did not fit or try to fit customers' need.
At first, I said I would like colorless diamond, he recommend a G color to me. After I clarify my need to him, he indeed send me another option.
However, the next day, i asked for more options, he challenged me why I need more options and why I want larger table of a diamond (although it should be my own preference). I explained and he indeed gave me some more choices. But he still recommending the one he showed me yesterday for "its perfect ASET" according to him.
I am not even be able to see the ASET on my end, and ask and realise he was talking about the first G color diamond... (I do not look down on G color, and I respect different peole's choice, but when I customize my ring, it is my own choice.) So I do not feel my own preference is being respected by Nathan at first.
[2] As a client, I do not feel being respected by Nathan. I do not feel that my questions have been directly answered by him for most of the time.
When I asked about payment method, and asked could i use credit card as I have cash back. Usually the answer should be simply yes or no, and then with more explanation. while Nathan replies "There will be 3% processing charge, i am not sure you can have 3% cash back".
It is not your business to know how much my bank pay me. Please at least have some boundary and be respectful.
The reason why I still talked with Nathan and did not give up is because I still trust Victor and believe he is professional. With the hope to get a beautiful ring, I choose to proceed and want to order a diamond.
As I was waiting my bank to transfer from one of my account to another, I just look up online and accidently saw the same diamond on other online wholesale website. The price there was cheaper! So I just go back and aksed Nathan whether I can do price match. Again, the answer should be simply yes or no, while our lovely Nathen amazed me again. He asked where I saw it, I sent him the link, then i feel being humiliated by him as he said we dont fit, he recommened me to buy from that website or go to Harry Winston.
Why directly answering clients' question is so hard? Why put your own judgement while you are the client service? Also, I am fine if you do not do price match as the given price is reasonable to me, but why a try of asking would result in being humiliated?
[3]. While Nathan himself is not professional enough to be a client service, he does not give others benefit of doubt.
There are many times that I receive really blured pictures. I understand that they cannot provide us with exact GIA number, and I never asked for it (I was angry and wrote "I keep asking GIA number" in the chat, but actually I had never). I always ask for clearer screenshot of the GIA report to see the imperfecfion of the diamond.
Also, they only are willing to privide the whole GIA report before shipping. As an international buyer, I did not feel safe and asked Nathan for more clear electronic version of the GIA report for my own record just in case. I tried so hard and ask for multiple times, feelling like begging.
I am glad he finally gave that to me, even without the specific GIA number, which I am fine and I understand. However, when I ask for price match later, he said " Ah, thats why you keep asking GIA number". I feel not being given benefit of doubt and REALLY HARD to communicate with him.
Nearly for every request, I feel being judged and need to eplain and justify myself to get the service. Nathan's attitude also makes me feel tired and becomes less confident/excited about customizing my ring here. That should NOT be a client's normal experience.
Conclusion: Nathan, I hope your boss can see it! read more